Responsibilities
Our Customer Communication & Engagement Specialists are responsible for ensuring an outstanding service experience across our Social Media channels, for customers interacting with us in a private message. Timely, easy and personal service is the goal, striving for first contact resolution for all interactions. Social is a channel we want to build on and grow, offering customers more options to obtain service from us. Typical enquiries include:
Respond and resolve customers concerns to ensure a balance between optimum outcomes for the customer and the business in accordance with brand values, company standards and service levels.
Ensure an efficient service experience that is personal and empathetic, striving for first contact resolution and a reduction in repeat contact – solve the customers enquiry first time round!
What will a normal day look like?
- Working with other departments to achieve a resolution
- Receive and assess customers queries across all Social Media channels
- Understand the customers concerns to determine the most appropriate approach for resolution
- Making decisions based on customer enquiries and intercept any potential issues
